Advisory Board Member Profile
Maria E. Fernandez-Riddick
CX Transformation Lead
Areas of Expertise
Introduction to Customer Experience, Customer Experience Strategy for Success, Your Customers, Their Journey, Customer-Focused Innovation, Customer First Culture, Navigating Politics Of Change
Maria is the Customer Experience (CX) Operations Lead at Verizon Business Group. She and her team are responsible for driving end-to-end transformational improvements across the customer journey. She obtained her Customer Experience Certification from Rutgers University in 2017. Her work has been instrumental in the creation and adoption of customer journey mapping initiatives and improvement plans for various Business platforms, market segments, products and services.
Prior to current role, she became a certified Wave 1 Lean Six Sigma Black Belt supporting VES in process engineering initiatives under the Service Operations team focused on Customer Experience and Online Self-Service areas. She leveraged DMAIC methodologies and tools to analyze very complex problems and arrive at solutions while effectively managing large cross-functional teams, process owners and key stakeholder groups. Previous to being nominated for the VLSS Program she worked in VES Business Process Management as a Process Engineering Manager covering all aspects of Operations from Pre-Sales to Provisioning. In addition, she has held various positions with increasing levels of responsibility as a Sr. Group Manager in Product Management and Marketing for both the Verizon Enterprise and Consumer Wireline
Before Verizon, she worked for IBM where she started her professional career as a Systems Engineer until she departed to work on her master's degree (MBA), which she earned at George Mason University in Northern Virginia. She holds a Computer Engineering degree from Simon Bolivar University. In addition, she has completed leadership, innovation and strategy training at Wharton School, Babson College, PACE University, and University of Maryland. She is fully bilingual English/Spanish and conversational in Portuguese/Italian.